Improved Customer Service

1st Touch enables organisations to improve customer service levels by introducing efficiencies and increasing productivity. More appointments are kept, more fixes are completed first time, customer satisfaction data is collected at the point of service delivery, incidents and issues are reported immedately.

1st Touch customers deliver improved levels of customer service in many ways, such as:

Successful appointment levels increased from 14% to 75%

The time taken for information to reach the customer service centre reduced by 3 - 5 days, so that Contractors are notified more quickly about properties, grounds and estate issues

The introduction of mobile Contractor scorecards has meant a higher standard of work is delivered first time